Returns & Cancellations

For standard, non-customised frames bought online, you have the right under the Consumer Contracts Regulations 2013 to cancel within 14 days of receiving them, for any reason. Return them unused and in their original condition for a full refund.

Items made or personalised to your specification are exempt by law from the change-of-mind right. This includes:

• Prescription lenses and any frame glazed with prescription lenses to your specification, once glazing has begun.

• Bespoke and made-to-measure frames.

These cannot be cancelled for change of mind once we have begun making them. Your rights for faulty or misdescribed items are unaffected.

Your rights under the Consumer Rights Act 2015 always apply. If an item is faulty, not as described, damaged in transit, or not of satisfactory quality, you are entitled to a repair, replacement or refund. We cover return postage for faulty items.

Email start@itseyewear.com first and we will confirm the return address and the process. For change-of-mind returns the item must be unused and in original condition, and you cover return postage.

We refund to your original payment method once we have received and checked the item, normally within 14 days of receiving it back.